Internal Marketing and Customer Driven Wavefronts
- 1 October 1999
- journal article
- research article
- Published by Taylor & Francis in The Service Industries Journal
- Vol. 19 (4), 49-67
- https://doi.org/10.1080/02642069900000044
Abstract
This paper presents a model of internal service quality which is based on internal customer and internal supplier groups. The dimensions of internal service quality are identified and compared with the SERVQUAL dimensions of external service quality which have been proposed by Parasuraman et al. [1988]. The applicability of these internal service quality dimensions to different internal supplier - customer interactions is explored and it is discovered that at least two types of internal customers exist within the firm. Furthermore these internal customers use different criteria to evaluate the quality of the service which they receive from their internal suppliers.\uKeywords
This publication has 2 references indexed in Scilit:
- Market-focused HRM in service organizations: Satisfying internal and external customersJournal of Market-Focused Management, 1996
- Management by TeamJournal of Services Marketing, 1994